Operations Manager
Olive Group
مجموع سنوات الخبرة :20 years, 11 أشهر
Leading global provider of integrated risk mitigation solutions to multinational corporations, governments, non-governmental organizations and private individuals.
• Managing the Global Operations & Communications Centre.
• Leading a team of 4 Junior Control Centre Supervisor.
• Ensuring the effective operation and monitoring of the Secure Locate tracking system 24/7
• Managing the GIS database for hostile incidents for Iraq & Afghanistan on Google Earth platform.
• Monitoring of Incidents across the globe and sending SMS/Email alerts of incidents and advisory to Olive clients
• Managing SecureLocate Hardware inventory and producing monthly MIS.
• Responsible for creating monthly GOCC MIS and Analysis
Technical expertise:
Installation of multiple types of SAT/GSM tracking units
Troubleshooting faulty devices.
Upgrading the firmware of the tracking devices
Assist technicians over the phone across the nation
Working in research and development for future requirements.
Analysing problems on repeated complaint vehicles
Loan Operations:
•Setting up processes and controls for Loan Operations
•Successfully completed the UAT for Auto Loans.
•Prepared Process flows on Visio for Customer Instructions.
Customer services & Call Centre:
•Performed User Acceptance Testing for Alcatel PABX system.
•Prepared Complaint Management Process for the Call Centre.
•Prepared Call Scripts & FAQs for Auto, Personal Loans, Sales Finance & Credit Cards to be used by the Call centre
•Prepared Complaint Escalation & Customer Verification processes
Customer Services:
Introduced the Concept of First Call Resolution (FCR) for Customer Satisfaction & TQM The idea focused on 1-step customer complain/query solution on the first call. Maintain Quality Control and Customer Service Survey Records, constantly updating ways to improve and progress. Propose means to continual service improvement through First Call Resolution, getting customer feedback and serving the agitated customers promptly.
Call Centre Benchmark: Prepared, Control & updated the benchmark for running the Control Room Operations. Create and compare monthly Benchmark Analysis Report
Facilitate the Key Account Managers in handling Fleet Accounts: includes monthly MIS reports, monthly visits and Support all customer meetings and data requests pertaining to the Control Account.
Perform on-site training to customers explaining new system procedures and initially export customer files for integration into MIS.
Operations:
Prepared & Implemented Standard Operating Procedures (SOP) for the Department related to Quality Assurance (QA), Security, Call center and Complaint Department to ensure high standards and quality service for the end consumer.
Presented a Comprehensive Control Room Improvement Plan which includes SOP’s for Complaint Handling, Training & Development, Making OTA more effective, Effective Call Handling, Monitoring the Auto-Registration Process, Rewards & Performance Based Incentive Plan, Introduction of the Trump Card (Vehicle Recovery with the help of Triangular Data), Introduction of “operations monthly bulletin”, Time Management and Data Validity
Cost Controlling: Ongoing task of preparing Effective Cost Cutting Methods to produce competitive figures without plummeting quality and present Monthly Plans to slash Call Centre Bills for efficient operations
Cisco Systems: Worked on Cisco IPCC solution for Call Center Management
Traffic Analysis of Calls & Vehicles
Re-structuring Control Room
Point-of-Contact for department manager; directing a team of upto 20 CSR’s in running the Call Centre
Developed Key Process Indicators (KPI’s) for Employee Motivation Scheme for better controls and stronger checks at each level. Agents and Control Room Staff to score over 85% in order to be eligible for the monthly reward plan
Systemize yearly Appraisal Reports of Agents and Supervisors and rank and rate on the basis of their produced results
Making of weekly/monthly performance/assessment reports to present to the Assistant Manager giving complete record of calls handled, abandoned calls, agent call centre summary, inbound/outbound call analysis, No-Go Location, Battery Tamper Reports, Vehicles Recovered/un-recovered report
Check and control of constant Roster Management of over 60 + staff in 3 different shifts. Close monitoring of employee turnover in the fast pace and 24/7 environment of the Control Room
Prepare Comprehensive Monthly and Agents Assessment Reports on the basis of KPI’s and SOP’s
Promote working environment/procedures conducive to improving productivity, increasing efficiency, enhancing quality, and strengthening financial results.
Analyze team and individual statistics; prepared reports; devise and implement incentive programs to improve stats while maintaining QA
Initiate actions to insure optimal response times and service levels; handle escalated matters; approve credits Provide performance coaching and implement strategies for career development
Train team and peer supervisors on new product, policies and system changes in the Software
Trouble shooting such as complaints, call centre queries, C-track SVR technical queries
Designed/implemented training programs for in-house and outside call centers; facilitated training groups up to 20; interviewed, trained and supervised technical support staff; assisted MIS with development of improvements to in-house computer programs.
Staying logged on to the State of the Art Vehicle Tracking System and Call Center handling the following responsibilities:
Vehicle tracking & monitoring through satellite (GPS-GSM) all over Pakistan
Pinpoint location
Remote mobilization and activation on request
Monitoring of vehicles exiting the city premises (No-Go Zone)
Contact customers within 60 seconds on receiving Panic Alarm (like theft, snatch, accident, battery tamper, kidnapping).
Offer and attend to diverse services such as medical aid, local police support, tow services and helping the customer through a kidnapping case in a 24/7 error free and fast paced work environment
Security briefing to new customers by familiarizing them with the product, offered services, contact details and customer’s service information
Motivated to work efficiently without direct supervision in busy environment, handling many tasks simultaneously; able to prioritize workload and multi-task. Consistently "get the job done" and exceed expectations.
Handle and attend to customers enquiries, complains to provide one step solution.
Received employee of the month award twice in a span of one year